If something goes wrong

Step 1: Let us know

If something isn’t right, the first thing to do is tell us. We’ll do all we can to fix things as quickly as possible – and we’ll put one of our experts on the case who’ll keep in touch with you until everything’s back the way it should be.

If we find that we’ve made a mistake, we’ll hold our hands up, say sorry, take action to put things right, and give you a full explanation. Where appropriate, we’ll compensate you as a matter of course, and offer interest-free payment plans for any debt left outstanding too.

Step 2: Complaint review

If you’re not happy with the outcome of that first contact, or if you feel there’s something we haven’t dealt with properly, we’ll get our experts on the case.

Our experts will look at every query and every issue from a customer perspective: they are impartial, they review each issue objectively on a case-by-case basis, and their mission is to resolve any problem in a fair and objective way. They aim for same day response and speedy resolution.

Step 3: Independent help

It’s rare for problems to get to this stage, but if your issue hasn’t been resolved in eight weeks, or if you’re not happy with the conclusion that we’ve presented following a review of the complaint, we’ll let you know how you can get independent help from Ombudsman Services: Energy. Contact details for independent help are here.